Pros 
Cons A Cut Above: The NOVUS Glass Penrose Experience
NOVUS Glass Penrose – Auckland has earned a well-deserved 4.4-star rating, and the online reviews paint a picture of a go-to spot for car repair and maintenance, specifically windscreen and auto glass solutions. Located at 5B Olive Road, Penrose, Auckland 1061, this Auckland establishment is readily accessible with both wheelchair accessible entrance and parking. With consistent opening hours (8 AM – 5 PM Monday to Friday, 8 AM – 12 PM Saturday, and closed on Sunday), NOVUS caters to busy schedules. Many reviewers highlight the convenience and efficiency of the service, praising their ability to turn around replacements quickly, even under tight deadlines. Several specifically mention the provision of courtesy cars while repairs are underway, a significant bonus for those relying on their vehicles daily. The consistent mentions of staff friendliness and helpfulness further contribute to a positive customer experience. This reputation seems to extend to collaborations with insurance providers – many customers were directed to NOVUS Glass Penrose by their insurer, demonstrating a trust within the industry. Their phone number is +64 9 580 2552.
Speedy Service & Helpful Staff – The Consistent Praise
The overwhelming majority of feedback focuses on the speed and quality of service delivered by the NOVUS team at Penrose. Here's a breakdown of the recurring positive points:
- Rapid Turnaround: Multiple reviewers rave about their ability to complete windscreen replacements within hours, even on short notice. Hamish Dorrington's experience with his BMW windscreen replacement within 2 hours, coupled with the loaner vehicle, is a prime example.
- Approachable Team: The consistently mentioned friendliness and helpfulness of the staff, especially Adam and Kat (who receive specific shoutouts), solidify NOVUS's reputation for excellent customer service.
- Going the Extra Mile: Peter’s late-night plastic wrap service to prevent rain damage and Samantha’s organized and easy-to-deal-with approach are cited as exemplary instances of going above and beyond.
- Accommodating Scheduling: Customers appreciate the team’s willingness to work around their schedules, even during the busy Christmas period.
- Prompt Ordering: Adam’s prompt ordering of a replacement window, ensuring a timely repair for a customer travelling out of Auckland, is another testament to their proactive service.
“Fantastic service, very glad I brought my vehicle here! All the staff are were extremely helpful and friendly. Replaced the windscreen very quickly and even provided me a courtesy car during the time the work was being done. Car looks great. Thanks for getting me back on the road so quickly!” – A typical review reflecting widespread satisfaction.
Areas for Improvement: Addressing Cleaning & Personal Belongings
While overwhelmingly positive, several reviews highlight areas where NOVUS Glass Penrose could improve. These primarily relate to the cleanliness of the new windscreen upon completion and the handling of customer vehicle settings.
| Issue | Description | Frequency Mentioned |
|---|---|---|
| Dirty Windscreen | Fingerprints, smears, and hair found on newly installed windscreens; requiring customer intervention for cleaning. | 3 |
| Changed Settings | Seat position, mirrors, headrest height, AC settings, and radio channels altered during the repair process. | 2 |
| Items Removed | Microfibre cloths removed from the customer’s vehicle. | 1 |
The concern about a dirty windscreen is particularly concerning, as it directly impacts driving safety. Customers expressed frustration at having to clean the windscreen themselves and pull over to ensure visibility. The adjustment of vehicle settings, while some adjustments (like the seat) seem understandable, raised eyebrows when applied to other features. The removal of personal items, while possibly a preventative measure, didn’t sit well with some customers. These points suggest a need for a review of internal procedures to ensure a higher standard of finish and heightened respect for customer vehicle preferences.
The Verdict: Highly Recommended with Nuances
Overall, NOVUS Glass Penrose – Auckland demonstrates a commitment to providing efficient, friendly, and convenient auto glass repair services. The consistently positive feedback surrounding speed, helpful staff, and willingness to go the extra mile strongly recommends this location. However, prospective customers should be aware of the reported issues regarding windscreen cleanliness and the potential for vehicle setting adjustments. While these concerns are not universal, they indicate potential areas for improvement that, if addressed, could elevate the customer experience from exceptional to flawless. The accessibility features are a huge plus for those with mobility requirements.
For those seeking a reliable auto glass repair shop in the Penrose area, NOVUS Glass Penrose – Auckland remains a strong contender. Just be sure to double-check cleanliness upon completion and consider taking a few photos of your vehicle settings beforehand, just in case!